Shipping methods

Shipping information

An order number confirms that the order was submitted; it does not mean payment has been matched or the parcel has left. After payment confirmation, the order can move through packing and dispatch. Tracking begins when the carrier records a scan. The systems are connected, but they do not all update at once.

The checkout reflects the available shipping options, including any free-shipping threshold offered at that time. Availability is specific to the destination and product. If shipping is unavailable for the selected country, that order cannot be shipped. The detailed terms sit in the separate Policies panel below.

Delivery estimates are a guide, not a dispatch or arrival promise. Holidays, carrier workload, weather and inspections can affect transit. A tracking page can stay quiet between scans without explaining what is happening in between. Keep the latest event and its date when an order needs checking.

For tracked orders, check shipping-related emails and the spam folder. If you cannot find a reference, send Support the order number. A missing email does not establish whether the parcel has been dispatched; it gives The Crew something specific to check.

Address corrections, cancellation requests and requests to hold dispatch need to reach Support immediately. Include the order number, the current details and the exact change. Check the house or unit number and postcode; a missing digit can create a surprisingly long detour. A note or message does not reserve a dispatch date, and changes depend on the processing stage.

A mail-forwarding address is not supported. For a temporary address or collection point, make sure the recipient and location details are complete and follow the carrier’s actual delivery or collection instructions. A collection point used by a different carrier is not interchangeable. Special requests do not override the available methods or processing limits.

Discreet packaging

Orders use discreet external packaging that does not identify the nature of the contents. The exact packaging method may change with logistics and supplier availability. That is the packaging approach; it is not a promise about inspection or delivery outcomes.

If something arrives damaged, opened or incomplete, keep the packaging and labels and take clear photographs of the parcel and contents received. Include any carrier or official notice. An empty envelope needs the same evidence. Start with what arrived; the cause can be reviewed from there.

Order information and support

The people answering messages are part of the same operation as the people checking payments and preparing orders. You do not need to know whose desk holds the answer. Send the order number and a clear account of what happened, and The Crew can review the relevant information.

Delivery updates and collection

For a delayed or unchanged tracking status, keep the reference, latest scan and date. Contact The Crew when the delay concerns you; a fixed wait is not required before reporting it. Support may review carrier information or ask for a reasonable period, depending on the method and destination. Carrier investigation windows can limit what remains possible later.

If tracking says delivered but the parcel is missing, check the stated location, safe place or collection point and ask household members or neighbours where relevant. If a collection point cannot find it, ask staff to check the reference and whether it has been processed there. Send Support the result of those checks and any delivery notice or photograph.

A carrier may redirect a home delivery to a collection point. Follow its notice and collection deadline. A missed collection, refused delivery or returned-to-sender status does not automatically arrange another shipment. Send the carrier’s stated reason; a return scan alone does not confirm that the parcel has reached us.

Keep customs or official notices and read their deadlines. The issuing authority can explain its requirements. Send a copy to Support for the order review. Opening a support request does not stop the authority’s process or the carrier’s clock.

Contents and payment records

For wrong, missing or damaged items, explain what was expected and what arrived and include clear photographs. If an item looks different from its website image, include the label details and photograph the difference. Appearance alone cannot establish identity or quality; the discrepancy needs checking.

A payment leaving an account and being matched to an order are separate events. Processing delays or a missing or different reference can leave the order marked unpaid or cancelled. Send the order number, payment date, amount and transaction reference or receipt for review. Do not pay again or create a duplicate order just to change the status; hide unrelated financial information.

Changes, returns and order issues

Ask for a correction or cancellation before the order enters processing. After processing starts, it may no longer be possible to change or cancel it. Returns are generally not accepted, subject to mandatory-law exceptions in the Return Policy. A wrong, missing or visibly damaged item is reviewed as an order issue under the separate Support Policy, not as a routine return.

Working with The Crew

Support requests are handled in the order received. The time needed depends on the issue and the information available. Keep replies in one conversation, include new tracking events or official deadlines, and check spam if a reply appears to be missing. Several threads do not give one parcel several histories worth following.

Provide the requested details so the case can be assessed. The policies below explain investigations, responsibilities and possible outcomes, including the distinction between a return and an order issue. Reporting a problem starts a review; it does not automatically determine the remedy.

Use the official contact page with your order number, a short description and the relevant reference, photographs or notice. Useful detail matters more than the length of the message.

Contact The Crew